Issue Description

A customer reported frequent system crashes and screen flickering on a newly purchased laptop. The issue persisted despite updating drivers and occurred mainly during graphic-intensive tasks. After troubleshooting, it was suspected to be a hardware-related problem.

Solution

To resolve the issue, the following steps were taken:

1. Initial Diagnosis: The agent requested the customer to generate a DxDiag report to analyze system logs and hardware details.

2. Driver Update: Identified outdated GPU drivers and instructed the customer to update them from the manufacturer’s website.

3. Further Troubleshooting: After updating the driver, system crashes reduced, but flickering persisted, indicating a potential hardware fault.

4. Warranty Verification: The agent confirmed the laptop was under warranty and initiated an escalation to the warranty team.

5. Replacement Approval: The warranty team approved a replacement, and the agent arranged for a new laptop to be shipped.

6. Issue Resolution: The customer received the replacement laptop, confirmed the issue was resolved, and the ticket was closed.

By following this structured approach, the agent efficiently diagnosed and resolved the issue, ensuring customer satisfaction.